No service

Two weeks ago I logged a complaint with telkom's call centre that my landline and adsl line was not working. I have phoned several times since and they keep on escalating the fault. They have send a person to my house but he said that it had to be fixed by another department. I can not understand that I have a contract with telkom that they expect me to pay but I get no service from them. My line went from intermittent connection to nothing working at all. My ref no is 542CWK120216. I would like to know when will this be fixed.